Call Queue with pre-recorded messages from callers

[PWillemen]

Hi everyone,

A customer of ours has a rather specific setup they would like implemented and they are willing to replace their current PBX for a solutions that can offer this:

They are a company supported end customers and they would like somekind of queue where the caller can leave a message with what the issue is, which then gets forwarded to an available agent (which might be the mechanic showing up to solve their issue). A fallback to a manager is also needed.

They would like to eliminate the waiting for the caller and offer them something like a more advanced Queue Call Back, so a caller can decide to leave a message and then the aformentioned is arranged for them.

I take it my best option would be CFD, but I'm not really sure what I need to build for this scenario.

 

[Evolute IT]

Hi everyone,

A customer of ours has a rather specific setup they would like implemented and they are willing to replace their current PBX for a solutions that can offer this:

They are a company supported end customers and they would like somekind of queue where the caller can leave a message with what the issue is, which then gets forwarded to an available agent (which might be the mechanic showing up to solve their issue). A fallback to a manager is also needed.

They would like to eliminate the waiting for the caller and offer them something like a more advanced Queue Call Back, so a caller can decide to leave a message and then the aformentioned is arranged for them.

I take it my best option would be CFD, but I'm not really sure what I need to build for this scenario.

It's actually pretty easy to build in CFD.

- a menu
- record user voice input
- send audio file as email or transcribe and send as text in email (cannot send directly to a voicemail, sorry)
- you can even give the option to the caller to get into the Queue and just wait

 

[PWillemen]

Hi Frederick,

Thanks for the quick reply!

I would need a way to send the actual recorded audio to an on-call agent. But your reply sent me to at least the record user voice input function, so I might be able to figure something out with this.